Settings and activity
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26 votes
Heidi Linda
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63 votesHeidi Linda
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372 votes
Hi, The feature idea you submitted is currently under review. Thanks for making your voice heard! We’ll keep a close watch on how many votes it gets and update you if we decide to develop it.
Heidi Linda
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28 votes
An error occurred while saving the comment Heidi Linda
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3 votesHeidi Linda
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4 votesHeidi Linda
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9 votesHeidi Linda
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36 votes
An error occurred while saving the comment Heidi Linda
commented
This is absolutely infuriating. Scrolling down more than a screen or two on the alerts page is just about impossible and it seems like the size and vertical position of the thing is arbitary anyway. Also the cursor keys/page down don't work on the alerts page but do on the tickets view. A little consistency would be nice (ie make the keyboard scrolling work on alerts, don't take it away from the tickets view!)
Heidi Linda
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1 voteHeidi Linda
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3 votesHeidi Linda
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We've had a few issues where customers have responded to tickets which are assigned to technicians who are unavailable, meaning that they have not been responded to as quickly as would be hoped. It is not always feasible for busy technicians to monitor others' tickets, and a technician might have a ticket which is not expected to have an update from the customer until after their return, but on which that customer has further questions/requests in the meantime.
We wouldn't want those pending tickets to be clogging up the unassigned queue or another technician's queue and making it less manageable, but if those tickets are responded to and reopened, we want to know. It would be more useful for these tickets to go back into Unassigned than to be transferred to another technician, as it's difficult to know in advance who will have most capacity.
I was therefore thinking that it would be really helpful to have the ability to set opening hours for the helpdesk and to set technicians as out of office, whether that's through scheduled hours because they're part-time or for specific dates/times because they're on leave or performing other tasks. If they are set to OoO during office hours and their ticket is responded to, it should go back into Unassigned. If a response is received outside office hours, the ticket should stay where it is, unless that technician will be OoO when office hours resume.
Hopefully this makes sense. It seemed like a way to make it easier to keep on top of tickets for customers who are sometimes slow to respond, have more complex issues, or are at the whims of third parties, when an individual technician may not be available all the time, without having to manually reassign tickets all the time or expect busy people to look at multiple others' queues as well as their own and the unassigned.